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Forepost’s core read is team-aggregate: eight signals across the whole queue. Accounts is the B2B layer on top, so a CX lead can ask “which named customers should I worry about today?” without leaving the brief.

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What it is

A workspace-scoped roster of your customers (B2B accounts), each carrying:
  • Name and optional domain (acme.com)
  • ARR tier — enterprise, mid, smb, free, or unknown
  • ARR value — optional explicit number
  • Health — healthy, watch, at_risk, or unknown
  • Notes — leader-editable, one paragraph
When a helpdesk is connected, Forepost can ingest accounts from Intercom companies, Front contacts, Zendesk organizations, or Plain customer groups. Until then, you can add accounts by hand.

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The at-risk strip

The top of the Accounts view shows a ranked list of accounts that are currently at_risk or watch, weighted by ARR tier so an enterprise account on watch ranks above a free account at at_risk. The ranking formula: 
risk_score = (arr_tier_weight × 10) + health_weight
The strip caps at 10 entries — it’s a glance, not a queue. Click any row to open the account detail (full metrics history).

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Per-account metrics

Each account carries its own weekly rollup of CSAT, ticket volume, first response time, and (when available) sentiment. The data is keyed by ISO week (2026-W19) so trend lines stay comparable across timezones. The worker writes one snapshot per (account, iso_week) on every helpdesk metric refresh; the table tops out at twelve weeks per account in the UI but the underlying history is unbounded.

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API

GET    /accounts                # list, sorted by health then ARR tier then name
GET    /accounts/at-risk        # top 10 weighted by ARR + health
POST   /accounts                # create — body { name, domain?, arrTier?, arrValue?, health?, notes? }
GET    /accounts/:id            # detail + last 12 weeks of metrics
PATCH  /accounts/:id            # edit name / tier / health / value / notes
DELETE /accounts/:id            # soft-archive
Owners and admins can edit. Members see the read-only view.

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How accounts feed the brief

When at least one account is flagged at_risk or watch, the brief’s context block includes a short summary: 
TOP AT-RISK ACCOUNTS (B2B):
• Acme Corp (Enterprise, $120k ARR) — CSAT 64%, last reply 5 days ago
• Globex (Mid, $40k ARR) — three escalations this week, billing tier
• Initech (SMB) — sustained sentiment dip across 3 weeks
The brief is told to mention specific names rather than aggregate phrases (“a couple of customers are unhappy”) when the data is account-grounded.

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What accounts aren’t

  • Not a CRM. No pipeline, no contacts, no deal stages. Forepost’s job is to surface support-side health for the names you already track elsewhere.
  • Not a customer-data store. Forepost doesn’t persist conversation bodies, contact PII, or anything beyond what you’ve explicitly entered or what the helpdesk integration synced.
  • Not B2C. If your book is thousands of consumer users, leave Accounts empty. The team-level signals are the right read for B2C; accounts are designed for the long-tail-plus-named-enterprise pattern most B2B SaaS support teams run.

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Privacy

Accounts live in your workspace’s D1 scope. They’re never shared across workspaces. When a helpdesk integration syncs accounts, only the metadata above is stored — never the conversation bodies. Encryption-at-rest applies to the stored token; the account rows themselves are plaintext.